SpinCity Casino - Spelaren upplever systemfel och dålig kundservice.

About three weeks ago, after winning 60 euros in a game, I switched to another game and played 5 Lions Megaways with a 0.75 Euro stake. After every spin, there was a system error or internal error. This continued until my 60 Euro balance was spent. Subsequently, I filed a complaint with the support team, which took almost three weeks to respond.

Their response was that this was normal, and claimed that I had received a win of 0.06 Euro. They didn't mention anything about the system error and seemed to be under the impression that everything was fine.

This casino is a real rip-off; they manipulate the whole system and act unreliably

They currently do not have a license

Vor 3 Wochen nach dem ich in einem Spiel 60 euro gewinn erziehlt habe, wechselte ich das Spiel und spielte 5 Lions Megaways auf 0,75 Euro einsatz nach jedem drehung gab es System Fehler Internen Fehler habe das Spiel verlassen bin wieder in das Spiel wieder System Fehler das ging so bis ich die 60 Euro nicht mehr hatte. Dann habe ich eine beschwerde beim Support gemacht, was die Anfrage fast 3 Wochen dauerte.

Dann antworteten die mir das es normal wäre und ich einen gewinn von 0,06 Euro erhalten hätte. Vom System Fehler gab es keine rede die sind der meinung das alles ok wäre.

Diese Casino ist richtige abzocker die manipulieren das ganze system und die sind unseriös

Die haben aktuell keinen Lizenz

Dear cennetkusumm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Dear cennetkusumm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, I cannot send the game history because there is no game history in my profile on Spincity.

Den Spielverlauf kann ich leider nicht schicken da es in meinem Profil auf Spincity kein Spielverlauf zu sehen ist.

Dear cennetkusumm,

Unfortunately, without any evidence or the game history, there is basically nothing we can do as there is no proof of your claim. Even if the game had an error, the games were probably played and you simply lost your balance.

You can still try to contact the game provider directly but our hands are tied in this case and we will be forced to close the complaint.

Is there anything we could assist you with?

Dear cennetkusumm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.